Provide Management and Leadership to Tier 0 - 1 Team Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems. Coordinate support with other functional leads to facilitate quick resolution of issues Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system. Provide and update SOP's and Processes to improve team performance Provide metrics reporting and trend analysis to maintain quality support Installs, configures, and upgrades computer hardware and software. Provides end-user software troubleshooting and support. Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions. Provides phone and help-desk support for local and off-site users. Provides guidance and work leadership to less-experienced technicians Analyzes customer needs to determine functional and cross-functional requirements. Maintains current knowledge of relevant technologies as assigned. Participates in special projects as required. Communicates with service support technicians and escalates diagnosed problems as needed.
_____ years of directly related experience in supporting Help Desk Operations. Must possess and maintain a TS/SCI clearance. IAT Level 2 or higher required. Able to obtain ITIL V4 within 120 days of hire. Experience with IT Service Management (ITSM) tools such as Service Now, Remedy, Tier 0-3 ticket escalation and notification procedures. Experience with user, administrative and service account creation and management Experience with direct customer support for both internal and external customers with varying levels of computing skills. Experience with Incident management procedures, ticketing, troubleshooting and incident escalation. Experience with Microsoft Office Applications, and Active Directory Experience with writing comprehensive diagnostic troubleshooting summaries Experience with the principles, methods, and techniques used in Microsoft Server 2008, 2012, AND 2016 administration, troubleshooting and support. Ability and willingness to evaluate and learn new processes, procedures and technologies and apply them effectively to improve support functions. Experience with developing and presenting training for both internal and external customers. Must be able to work shift work.
Microsoft MCSA or MCSE Certification (Must be acquired within 120 days of hire)
Experience with Customer Support and Incident Management
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.